CRM keeps you in the know
Customer Relationship Management or CRM’s use integrated technologies in order to improve customer interactions and grow business. As a cloud tool it is used to record and analyze all communication and business between companies and consumers. Businesses utilize CRM’s to improve and manage relationships with customers and organize data about them. This deepens trust between both parties by providing a record of previous interactions and provides better service by anticipating issues and identifying other key points of interest about a customer. Benefits from a CRM include streamlined sales processes, marketing, and service divisions. They keep customer data at your fingertips and benefit both parties.
Sales
Team members can reduce time spent inputting data between sales and see how well they (and their products) are doing. Departments are able to collaborate more efficiently to offer the best solutions to the customer. Predictive analysis of customer needs informs sales staff when to be there to close in on the deal, such as a contract renewal coming up, also to help keep customers up to date on regularly stocked inventory, and keep customer aware of upcoming deals/specials etc. Sales team members are able to review accounts prior to stepping in to visit the customer. They can look at things such as sales trends and quickly identify if there has been a positive or negative trend in the customers business. This gives them deeper insight and a starting off point for the conversation when they step inside. CRM also gives you information about a customer, such as a birthday, so they can send a card or a gift to make a memory that separates you from the competitors. Sales managers can have reports generated on sales figures and individual performance to see what areas their team members are excelling in and what areas need to be improved in. More time can be spent communicating with customers about their needs which means better satisfaction and higher sales.
Marketing
Making informed decisions will make any campaign more successful. CRM solutions offer you the power to plan ahead and stay competitive in a rapidly evolving field. For any business that wants to grow with their customers and ensure no service is lost in the process a CRM is a must. Using the information from interactions teams can learn what products are trusted. Keep brands on or off your shelf if your customer has a preference towards them. Document what customers are looking for by recording what they like or mention in your conversations.
Customer Satisfaction
CRM’s record customer contact info such as phone and email, as well as websites. Information logged in the CRM is used to give you a better understanding of their habits. Knowing this empowers you with a better understanding of the relationship which allows you to conduct business efficiently. For example, maybe a customer only buys later in the day after a competing business is closed. You can tell your company is the second-choice provider, and work to become their first option.
Issues and complaints are tracked through a single source. No loss of information occurs so the best resolution can be found without having to request details from multiple sources. If a customer calls in the manager can look up information about them and speed up the entire process of the interaction. Being able to see interactions simplified makes it easy to predict customer issues. Knowing what might occur enables solutions to be prepared and increase customer satisfaction.
Utilizing a CRM system is useful for not only retaining customers, but also acquiring them. Demonstrate a vested interest in new clients by catering to their preferences. Turn them into a repeat customer with superior customer service. Retain your customers by keeping an eye on order history, notice changes in buying habits and strategize accordingly.
Reporting
Let everyone on your team know what your customers are thinking. Clear data promotes collaboration between departments to provide the best solutions for customers. Sales and marketing can work together to generate pricing for customers based on purchase history and replenishment. CRM’s scale with the company, so that as your customer bank grows your database increases along with them. Report on weekly or monthly basis can be created and forwarded to keep everyone updated on growth and performance. With Fuse5 Automotive Software reports can be generated and distributed via email each morning, so they are sitting in your inbox as soon as you arrive.
Productivity
Increase productivity by automating time consuming tasks such as conducting follow ups with customers. Emails can be sent out automatically after an issue is resolved. Service representatives can see all client information before reaching out to them. If a call is passed to them all the info is available in the CRM. Faster resolution is likely when all the facts are presented, and service reps can assist more customers in a day.
Customer Resource Management is a tool that everyone on staff will benefit from:
- Promoting teamwork between departments gives customers the fastest solutions.
- Sales staff have the knowledge to service clients as their needs arise.
- Management can keep an eye on sales activity and decide the best move for marketing teams.
- Customer issues can be identified and solved quickly and efficiently.
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